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How to Measure Customer Satisfaction
by Nigel Hill ; John Brierley ; Rob Macdougall
Binding: Paperback, 2 edition, 151 pages
Publisher: Gower Publishing Company
List Price: USD $50.00
Weight: 40
Dimension: H: 0.75 x L: 9.45 x W: 0.51 inches
ISBN 10: 056608595X
ISBN 13: 9780566085956
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Book Description:
Customer satisfaction and loyalty are key differentiators between the better and poorer performing businesses in most markets. Satisfaction drives loyalty and loyalty drives business performance. This new edition takes readers step by step through designing and implementing a CSM survey, highlighting blunders that are commonly made and explaining how to make sure that the measures produced are accurate and credible. It also covers ways of gaining understanding and ownership of the CSM programme throughout the organization and clarifies the business case for customer satisfaction.

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